Guest Experience Manager

About us

Empiria Group, owns, manages, and operates a unique collection of luxury hotels and villas, members of The Luxury Collection and Design Hotels of Marriott International, located in prime destinations around Greece, namely in Santorini, Paros and Peloponnese.

For over 30 years and through a team of over 400 associates, our dedication has been focused on creating space for joy through unique hospitality experiences, underpinned by our four fundamental values of finding joy, always elevating, exuding passion and being a leader.

At Empiria Group, our mission is to be the leaders in the art of elevated hospitality, guided by caring associates who wish to offer experiences that awaken inner joy and take Greek hospitality to new heights.

Role Overview

The Guest Experience Manager is responsible for overseeing the daily operations of the guest experience team. The ideal candidate ensures that guest service standards are consistently applied while adhering to all hotel and departmental policies and procedures.

Key Accountabilities:

• Managing the guest experience department, overseeing the team’s performance to ensure the highest levels of guest satisfaction and service quality.
• Developing and implementing strategies and initiatives to enhance the guest experience, aligning with the hotel’s goals and brand standards.
• Leading the recruitment, training, and development of the guest experience team, fostering a culture of excellence and customer service.
• Handling complex guest complaints or issues, resolving them quickly and efficiently to ensure guest satisfaction and loyalty.
• Collaborating with other hotel departments (e.g., F&B, housekeeping) to ensure a seamless guest journey from arrival to departure.
• Monitoring guest feedback through direct interactions, and digital platforms, analyzing trends to implement improvements.
• Developing and maintaining guest satisfaction metrics and ensuring team adherence to service standards and protocols.
• Creating and maintaining guest loyalty programs, ensuring repeat customers feel valued and receive personalized services.
• Managing special guest services, ensuring that high-profile guests receive exceptional attention and personalized care.
• Reporting regularly to hotel management on guest satisfaction results, team performance, and opportunities for enhancement.

• Minimum 3 years’ experience in the same position in a 5-star Hotel
• Degree in Hospitality or relevant field
• Excellent knowledge of English language. Any additional language will be considered an asset
• Proficient knowledge of PMS (preferably Fidelio or Opera) and the Microsoft Office

Candidate’s Profile:

• Proactive and resourceful with the ability to meet deadlines
• Exceptional organizational, leadership and team management skills
• Flexibility to respond to a range of different work situations
• Passion for delivering exceptional levels of guest service
• Pleasant personality with excellent negotiation and communication skills

• Staff accommodation, including Wi-Fi access and air conditioning.
• Half board meal plan (Breakfast, Lunch).
• Continuous training and development.
• Excellent career growth opportunities within the company or through other Marriott International hotels.

At Empiria Group we are proud to foster Equal Employment Opportunities regardless of race, color, ethnicity, religion, gender, age, disability, or sexual orientation.

You provide the talent as we flourish the skills to unleash your full career potential.

Join our path of excellence!